Stowe Holdings is looking for a skilled and customer-focused Level 2 Systems Technician to join our growing IT team. This role is ideal for someone with strong troubleshooting abilities, excellent communication skills, and experience supporting business IT environments.
As a Level 2 Systems Technician, you will provide advanced technical support, resolve escalated issues, maintain client infrastructure, and work closely with our Level 1 technicians and senior engineers to deliver outstanding service.
KEY RESPONSIBILITIES
LOGGING AND MANAGEMENT OF LINE 2 TICKETS (20%)
- Logging all relevant tickets on the ticket logging system.
- Prioritize tickets based on urgency and impact on user.
- Study existing knowledge base and make constant improvements of customer service.
- Accurately categorize tickets-based severity level and manage till resolution, remaining cognizant of the SLA.
- Adhere to internal ticketing protocol by capturing all required details.
- Ensure incident communication trails are captured on the ticket throughout all stages.
- Regularly update pending list
- Identify duplication in requests and mitigate repetition.
- Escalate repeat incidents to team leader.
- Make regular contact with clients, keeping them abreast of tickets.
TECHNICAL SUPPORT (40%)
- Offer first and second and level technical support and provide step-by-step guidance to customers.
- Share collated closure email to vendors where necessary.
- Adhere to determined SLAs based on the internal severity matrix.
- Effectively identify and resolve issues related to back-office systems.
- Collaborate with Line 1 Teams to assess network stability and conduct a hand back/route the tickets to the relevant support groups.
- Apply effective diagnostic process to resolve issues.
- Participate in co-ordination of site visits by internal resolvers and third parties where necessary.
TELEPHONIC AND EMAIL CORRESPONDENCE (20%)
- Effectively correspond with customers through email and telephonic channels.
- Pursue information regarding ticket resolution ensuring the customer is provided with regular updates on progress.
- Actively assist in the improvement of the diagnostic guides.
- Identify and flag trends in incidents and contribute to initiative-taking resolution.
SYSTEM MANAGEMENT AND PERFORMANCE OPTIMIZATION (10%)
- Address any potential issues swiftly and effectively.
- Flag any identified threats with Field Services Technicians or escalate to Team Leader.
- Ensure optimal functionality of support applications at all times.
- Act as a resource for knowledge sharing, training, and mentoring junior staff and fellow Systems Technicians.
- Efficiently manage multiple projects concurrently, ensuring they are executed within specified timelines.
PROFESSIONAL DEVELOPMENT (5%)
- Attend routine refresher training sessions and coaching to stay updated on internal best practices.
- Continuously improve technical knowledge and skills.
COLLABORATION (5%)
- Collaborated with internal resolvers and third parties to resolve system-related challenges.
- Ensure effective communication and teamwork
COMPETENCIES/SKILLS REQUIRED
- Attention to detail.
- Customer orientation
- Email etiquette
- Prioritizing and multitasking
- Initiatives and Self-motivation
- Interpersonal relationships
- Professionalism
- Good written and verbal Communication skills
- Good time-management
- Technical skills
MINIMUM REQUIREMENTS
- Relevant certifications such as CompTIA A+ N+
- Degree/ Diploma in IT or equivalent advantageous
- Minimum of 2-3 years of experience as a Help Desk Technician or related positions in call centers, customer service, or IT.
- Familiarity with operating systems and software management.
- Proficiency in troubleshooting techniques.
- Valid South Africa ID
Work Location: In person
